Business Development & Customer Experience Lead, Virtual Care Division

Business Development & Customer Experience Lead, Virtual Care Division

Department: Virtual Care Division

Location: Aga Khan University, Karachi (with travel to Punjab as required)

Introduction to the Aga Khan University:

Chartered in 1983, it is a private, autonomous and self-governing international university with 13 teaching sites in 6 countries distributed across three continents. As an integral part of the Aga Khan Development Network, Aga Khan University (AKU) provides higher education in several disciplines, carries out research pertinent to the countries in which it exists and has campuses, programmes and/or teaching hospitals in Afghanistan, Kenya, Pakistan, Tanzania, Uganda and the UK. As an international institution, AKU operates on the core principles of quality, relevance, impact, and access; and AKU is a model of academic excellence and an agent of social change.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Key Responsibilities:

The Business Development & Customer Experience Lead is a strategic role dedicated to positioning Virtual Care of Aga Khan University Hospital as the premier Employee Health & Wellness partner for the corporate sector. This role focuses on designing, selling, and managing comprehensive wellness ecosystems that help organizations improve employee productivity, reduce absenteeism, and provide high-quality healthcare access through digital innovation.

The candidate will be responsible to:

Regular Duties / Responsibilities:

Corporate Wellness Strategy & Package Design:

• Strategic Planning: Develop aggressive business plans specifically targeting the corporate sector to establish Virtual Care as a core component of employee benefit programs.
• Customized Wellness Packages: Design and price "Corporate-Friendly" health and wellness tiers (e.g., annual subscriptions, family coverage, preventive screenings) tailored to the unique needs of different industries.
• Value Proposition: Create compelling business cases for HR and C-suite executives, demonstrating the ROI of Virtual Care in improving employee retention and reducing corporate healthcare spend.

Corporate Acquisition & Sales Transformation:

• Direct B2B Sales: Lead the end-to-end sales cycle—from prospecting leads in the corporate sector to closing high-value contracts.
• Corporate Awareness: Organize and lead workshops, webinars, and health days for corporate clients to educate them on the benefits of digital health for employee wellbeing.
• Insurance Integration: Engage with insurance providers to position Virtual Care wellness packages as a value-added service for their corporate policyholders and onboard them as primary payers.

Key Account Management & "Client-First" Experience:

• Dedicated Liaison: Serve as the Key Account Manager for all corporate clients, ensuring the smooth onboarding of their employees onto the Virtual Care platform.
• Employee Engagement: Partner with corporate HR teams to drive internal adoption of the service, ensuring employees understand how and when to use Virtual Care.
• Issue Resolution: Act as the primary point of contact for corporate stakeholders to resolve service delivery issues and gather feedback for continuous improvement.

Market Expansion & Ecosystem Growth:

• FMCG & Consumer Platforms: Partner with consumer-facing companies to offer wellness "micro-services" or bundled health packages to their wider customer bases.
• External Network Coordination: Collaborate with healthcare providers outside of AKUH to ensure corporate employees have a seamless journey even when physical referrals are required.
• Marketing Collaboration: Work with the Marketing Lead to develop "Employee Health & Wellness" themed campaigns and collateral.

Periodic Duties / Responsibilities:

• Serve as the Acting Operations In-Charge on a rotational basis during weekends and public holidays.
• Based on scheduled rotation, manage operational oversight through both remote and in-person rotations, covering 6 to 8-hour shifts within a 24-hour service cycle.
• Maintain availability and responsiveness during off-duty hours as well to provide support in the event of operational emergencies or urgent business requirements.

Requirements:

EDUCATIONAL/PROFESSIONAL QUALIFICATIONS & LICENSURE:

• Education: MBBS, MBA or Master’s degree in Marketing, Business Administration, or Health Management.

RELEVANT EXPERIENCE (State nature and duration of work experience):

• Experience: 6–8 years of experience in B2B Corporate Sales or Key Account Management. Specific experience selling employee insurance, wellness programs, or corporate health services is highly preferred.
• Track Record: Demonstrated success in managing large-scale corporate accounts and hitting aggressive sales targets within the Pakistan market.

KNOWLEDGE AND COMPETENCIES (State skills, abilities & traits required):

• B2B Relationship Building: Expert-level networking skills with a focus on HR Directors, CFOs, and Procurement Heads.
• Solution Selling: Ability to move beyond "product selling" to "solution selling"—packaging Virtual Care as a solution for corporate employee wellness.
• Analytical Skills: Ability to analyze corporate usage data to report back to clients on the impact of their wellness packages.

Comprehensive employment reference checks will be conducted